Who can use this feature?
- Shared Settings are configured in TDAdmin
- License Requirement: Enterprise
- Administrative Access: User must be a Global Administrator
TeamDynamix uses shared settings to maintain consistency across different applications and modules. These global configuration elements ensure that related data—such as priorities, type categories, and organizational structures—remain synchronized across ticketing applications, projects, and asset management.
Understanding which settings are shared and which are application-specific helps administrators plan their configuration strategy and set appropriate expectations with stakeholders.
In this article, we'll cover:
This article does not explain how to manage these settings. For these details, see the Related Articles.
TeamDynamix organizes shared settings into three categories based on their scope:
The following settings are shared among all ticketing applications in your environment:
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Impact, Urgency, and Priority
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- These three values work together through the Priority Matrix
- Impact and Urgency determine the calculated Priority
- Changes affect all ticketing applications simultaneously
- Coordinate with all ticketing application owners before making changes
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| Priority Matrix |
- Defines how Impact and Urgency values calculate Priority
- Shared across all ticketing applications
- Affects SLA calculations and ticket routing
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| Sources |
- Indicates how tickets were created (e.g., Email, Phone, Client Portal)
- All sources are displayed in every ticketing application
- Technicians should understand which sources are relevant to their application
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Type Categories
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- Organizational groupings for Ticket Types
- Best practice: Create separate categories for ticketing and project management
- Navigate to TDAdmin > [Ticketing Application] > Types to assign Types to Categories
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These settings apply across all ticketing applications and projects:
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| Type Categories |
- Used to organize both Ticket Types and Project Types
- A single Type Category can contain both ticket and project types
- Recommended approach: Create distinct categories for ticketing vs. project management
- Project Types are configured in TDAdmin > Projects > Types
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| Priorities |
- Ticketing uses the Priority Matrix (Impact + Urgency = Priority)
- Project Management uses Priority as a direct field without the matrix
- Used for project request evaluation and project prioritization
- Configure in TDAdmin > Projects > Priorities
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These settings apply across the entire TeamDynamix environment:
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| Accounts/Departments |
- Required field for all tickets and projects
- Used throughout the system: Users, Ticketing, Asset Management, Portfolio Project Management
- Managed in TDAdmin > Organization Settings
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| Locations |
- Shared between Ticketing and Asset Management applications
- Used to specify physical location of assets, incidents, and service requests
- Managed in TDAdmin > Organization Settings
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| Days Off |
- Organizational calendar of non-working days
- Affects ticketing SLA calculations (excludes non-business days from time calculations)
- Impacts project resource availability and capacity planning
- Managed in TDAdmin > Organization Settings
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| Groups |
- Created globally and assigned to specific applications
- Used for ticket assignment and responsibility
- Used for project request workflow assignments
- Managed in TDAdmin > Users & Roles > Groups
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Coordinate changes to shared settings
- Impact, Urgency, Priority, and the Priority Matrix affect all ticketing applications
- Communicate planned changes to all affected teams
Organize Type Categories strategically
- Create separate categories for ticketing and project management
- Use clear naming conventions to indicate purpose (e.g., "IT Ticketing" vs. "IT Projects")
- Avoid mixing ticket and project types in the same category unless there's a specific business reason
Maintain clean source lists
- Only create sources that will be actively used
- Use consistent naming conventions across applications
- Periodically review and archive unused sources
Plan the Account/Department structure carefully
- This structure impacts reporting and access control throughout TeamDynamix
- Consider organizational hierarchies and reporting needs
- Changes can have wide-ranging effects across the system